1、BRITISH STANDARD Furniture removal activities - Furniture removal for private individuals - Part 1: Service specification The European Standard EN 12522-1 1998 has the status of a British standard ICs 03.080.30 BS EN 12522-1:1998 T BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAW STD-BSI BS EN 32
2、522-3-ENGL 1778 1624667 0734534 837 W been prepared under the direction of the Consumer Amd. No. Date Products and Services Sector Committee, was published under the authority of the Standards Committee and comes into effect on 15 December 1998 O BSI 1998 ISBN O 680 30672 4 BS EN 12622-1:1998 Text a
3、fd National foreword This British Standard is the English language version of EN 12522-1:1998. The UK participation in its preparation was entrusted by Technid Committee PKW/6, kinsportation services, to Subcommittee PKW/6/4, Removal services, which has the responsibility to: - aid enquirers to unde
4、rstand the tea - present to the responsible European committee any enquiries on the interpretation, or proposals for change, and keep the UK interests informed, - monitor related international and European developments and promulgate them in the UK. A list of organbations represented on this subcomm
5、itk can be obtained on request to its secretary. Cross-references The British Standards which implement international or European publidons referred to in this document may be found in the BSI Standards Catalogue under the section entitled “International Standards Correspondence Index”, or by using
6、the “Find” facility of the BSI Standards Electronic Catalogue. A British Standard does not purport to include all the necessary provisions of a conixact Users of British Standards are responsible for their correct application. Compliance with a British Standard does not of itself confer immunity fro
7、m legal obligations. Summary of pages This document comprises a front cover, an inside front cover, the EN title page, pages 2 to 7 and a back cover. STDaBSI BS EN b2522-3-ENGL 3998 Lb24bb7 0734535 773 EUROPEAN STANDARD NORME EUROPENNE EUROP - the proV2sh of the service: all the means engaged by the
8、 service provider which include the personnel, the equipment, the organization and the budget with a view to carrying out the service. The systems of reference constitute a beneficial means of achieving the following objectives: - to create a dialogue with the customer which is favourable to the pro
9、fession; - to permit customers to identify and compare the services offered by companies in order to benefit from the positive spin-off of fair competition in an open market; - to protect customers against provision of services, the characteristics of which may not be in compliance with the standard
10、s; - to alow the professionals of the trade to conduct their activity with the aid of technical specifications that are clearly defined by a common understanding; - finally, as regards the single market, to allow the activity to position itself efficiently in order to meet the needs of the European
11、customer by having at its disposal, in particular, harmonized general conditions of contract. 1 Scope This standard specifies the minimum qualitative and quantitative rules and characteristics of a furniture removal service. It also specifies the principles which govern the general conditions of con
12、tract of the furnitwe removal service within the most appropriate legal and contractual framework within each of the member states. This standard applies only to those activities which relate to the mobfity of private individuals where the contract is entered into by an individual or by an employer
13、or relocation agent when the latter requires the moving of personal property, generally consisting of noncommercial property andor property which is in current use. Page 3 EN 12522-k1998 2 Normative references This European standard incorporates by dated or undated reference, provisions from other p
14、ublications. These nomiative references are cited at the appropriate places in the text and the publications are listed hereafkr. For dated references, subsequent amendments to or revisions of any of these publications appiy to this European standard only when incorporated in it by amendment or revi
15、sion. For undated references the Mest edition of the publication referred to applies. EN 12522-2, Furniture removal activities - fimiture removal for private iniwiduals - Part 2: hviswn of Uze seruice. 3 Definitions For the purposes of this standard, the following definitions apply. 3.1 furniture re
16、moval service removal of household furniture and effects which are subject to the furniture removal contract (see clause 4 and 4.3) 3.2 furniture removal contract quotation accepted by the customer and supplemented by the waybiii (itructions and work completion declarations) 3.3 waybill (instruction
17、s and work completion declarations) contractual document, dram up in several copies, which includes instructions relative to the furniture removal service and which allows its follow-up 3.4 quotation detailed written proposal of the furniture removal service and of the offer price, drawn up and sign
18、ed by the service provider 3.6 accepted quotation quotation countersigned by the customer, forming part of a furniture removal contract 3.6 packing packaging, dismantling, protection with a view to ensuring the proper preservation of the property entrusted during the handling and transport operation
19、s 3.7 handling canying from the departure address to the vehicle or container and from the vehicle or container to the destination address, lo-, stowing and unloading in accordance with the professional techniques in use (SW EN 12522-2) O BSI 1998 STD-BSI BS EN l12522-1-ENGL 1998 = 1b24bb9 0734538 4
20、82 Page 4 EN 12622-1:1998 3.8 transport transportation in a vehicle, container or any other suitable method of transport from the departure address to the destination adress 3.9 delivery unpacking, re-assembly and possibly putting back in pace according to the insmctions given to the service provide
21、r and in accordance to the contract 3.10 formalities at loading and after actual delivery joint final inspection at loading and on delivery by the customer and service provider and signing of the waybiu 3.11 provision of the furniture removal service means engaged by the service provider which inclu
22、de the personnel, the equipment, the organization and the budget with a view to carrying out the service 3.12 pre-move survey visit by a service provider technician to the customers residence to assess the service to be pedormed and to gather the necessary infomation required for drawing up the quot
23、ation 3.13 loss or damage insurance insurance provided for as an option to 4.4, contracted directly by the customer, either through the service provider, acting as an agent for the insurer, or through an insurance company of his own choice in order to cover himself agajnst the risk of material loss
24、or damage which could occur to all or part of the furnihm during the come of the furniture removal operations 4 Minimum and optionaJ funiiture removal service 4.1 General principles 4.1.1 Prqfessionalism of the personnel The service provider shall require that the professional pemnnel that the custo
25、mer receives in his home combine, in addition to the skills defined in EN 12522-2, the foliowing qualities: punctuaJiQ, courtesy, good presentation and honesty The tem foreman is the companys representative and shali be fully acquainted with the generai and special conditions of the furniture remova
26、l contract He shall ensure that according to the contract the service rendered complies with the specifications agreed upon and that the furniture removal operation is conducted in safety 4.1.2 Suitabilitg of the transport material The consumers personal property ShCLu be transported in suitable veh
27、icles (and/or containers) which are adequate for the work to be undertaken. The transport equipment used shall be clean and have a tidy appearance. NOTE The service provider should ensure that he is famiiiar with ail the relevant legal requirements and make clear commitment to apply them. 4.1.3 Suit
28、abilitg of packaging equipment The packaging materials used shall be suitable, i.e. clean, of appropriate shape, size and strength to protect their contents and these qualities shall be maintained during the life of the packaging materials and the duration of the move. Bedding, clothing, crockery an
29、d kitchen utensils shaI be packed under generally acceptable hygienic conditions. 4.2 Initial contact and preliminary information The service provider shall ensure that his potential customer is made aware of the detailed structure of his service (see 4.3 and 4.4) and also the importance of gatherin
30、g adequa accurate information to enable the quotation to be prepared and shali establish procedures for gathering and formdating such information. NOTE It is recommended that the service provider undertake a preliminary physical survey of the effects to be removed, wherever this is practicable. This
31、 should be either directly or through employment of the services of another removals professional operating to this standard. 4.3 Specifications of the minimum furniture removal service The breakdown of the minimum furniture removai service shaU be as follows: a) initial contact; b) prelimlliary inf
32、ormation; NOTE This information, supplied by the service provider at the time of the initiai contact andor of the premove survey, should include aii the advice and recommendations required in order to carry out the service properly. Among the advice and recommendations given to the customer it is es
33、sential to explain the consequences of an inaccurate valuation of the furniture and effects and of noncompliance with the conditions set out in 6.8. c) contractual and statutory documents (see clause 6) comprisiig at least - the quotation incorporating the generai and special conditions in complianc
34、e with the principles of the standare - the declaration of value; - the waybill, d) handling of the funiiture; e) transportation; f) liabiliv, g) delivery formalities; h) postcontractual remedy (after sales). O BSI 1998 4.4 Recommendations for additional, optional services It is recommended that som
35、e aditional optionai services which, dependmg on the greater or lesser complexity of the operations to be carried out, determine the degree of the professionals involvement be added to the minimum furniture removal service. These services, a nonexhaustive list of which is given below, constitute an
36、example of the extensive range of options offered: a) premove survey; b) loss or damage insurance for furniture; c) instahtion; d) reinforced floor protection; e) preparing of electrical household appliances andor computer, electronic equipment for mnsportation, possibly requiring electrical disconn
37、ection and reinstallation by personnel having received appropriate training; f) removal of fixtures and fittingq g) packing of non fragde objects; h) dismantling of knock down or unit furniture; i) supplying of the paclung materials beforehand j) additional handing operations within the premises; k)
38、 special packing of high value objects; I) special transportation: - plants; - wine (lying fiat). m) preparation of a furniture removal packing list n) “overseas” or “airfreight” type packing; o) clearing out of cellars, lofts and attics; p) cleaning of the premises on departure andor on arrival; s)
39、 dismtiing and installation of fitted kitchens; r) dismantling and insWon of fitted bedrooms and furniture; s) disrnanthg and re-erection of garden sheds and greenhouses. NOTE The combination of the minimum furniture removal service (see 4.3) with the service providers selected optional elements (se
40、e 4.4) wiii constiixte the ”usual furniture removal service“. Its constituent elements, broken down into three sections should be as follows: - initiai contact, pre-move survey and preparation of the quotation, giving details of services, prices, times required for carrying out the work and includin
41、g the form on which the customer makes the declaration of value (see 6.8). Written acceptance of the quotation then becomes the contract. This should include advice of the cost of preparation of the quotation and of any possibility that this might become a charge on the customer; - carrying out phas
42、e which includes the signing of the furniture waybill by the customer, packing, handling, transportation and delivery of the furniture; final inspection of the furniture and effects and confirmatory signing of the waybill by the customer. This latter element should include Page 5 EN 12522k1998 provi
43、sion for the presentation of expicit observations by the customer on the performance of the service; - after sales service to ensure that the customers reasonable expectations for amicable settlement of any dispute can be met. This should include identincation of the possibility for involvement of a
44、ny professional organization of which the service provider may be a member and of any consumer representation organization nominated by the customer. 5 Contractual and statutory documents 6.1 General The contsactual and statutory documents referred to in 5.2 to 6.4 shall define the furniture removal
45、 service. 6.2 Quotation Before a furniture removal contract is entered into, the remover shall provide a written quotation. The quotation shall incorporate: a) the me and address of the service provider; b) the customers name and address; c) if known, the planned carrying out period or date; d) the
46、collection and delivery addresses; e) the date of drawing up the quotation; f) the type of move (consolidated or individual); g) the volume of the furniture; h) the deail of the services; i) the procedures by which the customer may make specific observations; j) the procedures for dealing with compl
47、aints andor Claims; k) the value declared by the customer or the liability of the coniracc 1) the cost of the service offered, inclusive and exclusive of taxes; m) the precise indication of the terms of payment; n) the general and negotiable conditions of the contract; o) whether the customer or the
48、 service provider is responsible for arrangement and payment of such ancillary services as parking fees, ferry and toll charges. The general sales conditions of the conat shall be identical on the quotation and on the waybill. The customer shall be informed of the conditions of the contract. NOTE Th
49、e service provider should hand him over a retraction form if the contract is signed in the customers home. When the contract is signed in his home, the customer is informed of the provisions of the European Council Directive 86/577/EEC, which is aimed at “ensuring consumer protection in the case of contracts negotiated outside business premises”. In this respect, the customer who accepts the estimate at his residence has a reflection period at his disposal which is fixed by the national legislations stemming from this directive. Those contracts signed in
